Figure A.07 - Service Level Agreement's Inherited Associations

“A Service Level Agreement (SLA) (also known as a Service Level Guarantee) is a type of Agreement that represents a formal negotiated Agreement between two Parties designed to create a common understanding about Products, Services, priorities, responsibilities, and so forth.  The SLA is a set of appropriate procedures and targets formally or informally agreed between parties in order to achieve and maintain specified Quality of Service”. <br/>“There are three distinct types of SLAs:<br/>1. Customer SLAs<br/>        • These are aimed at the ProductOffering between the customer and the Service Provider, and are usually subject to a formal contract between the Customer and the Service Provider. They are written in terms that the customer understands and based on the end-to-end delivery of the product components defined in the ProductOffering.<br/>2. Supplier/Partner SLAs<br/>        • These are aimed at Suppliers and/or Partners, and are meant to ensure that the performance objectives are met for services that are provided by suppliers, partners, and other parties from whom an enterprise obtains services. They are derived from or form part of the contractual agreement between the Supplier/Partner and the Service Provider.<br/>3. Internal SLAs<br/>        • These are primarily Service- and/or Resource-focused. They are aimed at services or groups of services, and are subject to agreements between organizational functions within the operators business” <br/>As a type of Agreement, ServiceLevelAgreements inherit all the informational characteristics of agreements previously describe in this addendum. Their inheritance is shown in the figure below.<br/>